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  • Can I have family members/someone come in with me?
    You can have anyone in the room with you that makes you feel comfortable during the treatment.
  • What type of payment do you accept?
    We accept Direct Billing, Credit Cards, Debit, Cheque, E-transfer and Cash.
  • Will I pay anything out of pocket?
    Every insurance policy is different. Check with your provider to find out what your coverage is. If your plan does not cover 100% or if you reach your coverage maximum you will be required to pay the balance at the time of treatment.
  • What is your cancellation policy?
    Our cancellation policy is 24 hours. The cancellation fee is the full cost of your treatment. If you cancel your appointment with less than 24 hours notice, we will attempt to fill the appointment time and waive the cancellation fee. If there are multiple cancellations, the fee may be charged at the discretion of the therapist/clinic.
  • What if I miss a treatment?
    Life happens! If an emergency or uncontrollable circumstance happens, just call and we will try to get the space filled. If this is a routine occurrence, be aware that missed appointments are inconvenient for the therapist and for clients that could potentially be waiting for treatment. In this case, we will suggest a different treatment time to make it easier for everyone. Please also see the Cancellation Policy.
  • Do I need a doctor’s note?
    You do not need a doctor’s note for massage therapy. However your insurance provider may require one. Check your plan contract to find out about requirements or restrictions.
  • Level Wellness Studio's Insurance Policy
    Private insurance or group insurance through your employer may provide coverage for some of our services. We highly recommend consulting your provider for the specific terms of your plan. During your initial consultation, your therapist may make recommendations for your individualized treatment plan, such as treatment duration and consistency, which will be documented in your file. After your treatment, a signed receipt with all the details necessary to claim your benefits will be issued to you. Please note that receipts are only issued after a treatment is completed, in the name of the person who received the treatment, at the time, and date the treatment was received. We will not manipulate this information.
  • Is our information private?
    We completely respect your privacy and own our responsibility to keeping your health file, financial records, personal information, and appointment details protected. We are governed by several Federal and Provincial laws (HCCA, MTA, RHPA, PIPEDA, and PHIPA) that regulate information storage, and nothing will ever be shared without your express written consent. No third party agencies will ever be given your information, and we do not spam our clients.
  • What to expect when arriving for my appointment during Covid-19?
    - Remain in your vehicle until the therapists open the front door - If comfortable, wear your own mask from home in the open clinic space and/or on the table (by choice) - Use hand sanitizer upon arrival at the clinic - Expect to be asked the pre-screening questionnaire before your treatment. If negative, the treatment will continue. If positive for ANY of the criteria on the checklist, your appointment for the day will be cancelled. - A new appointment can be rebooked for another date upon proof of providing negative testing for COVID-19 OR the 14 day quarantine for COVID-19 has been satisfied For more information on how we've prepared our clinic to ensure your safety, can be found on our website's page "Zero Risk" Covid-19 Protocals & Procedures.
  • Do you sell gift cards/ gift certificates?
    Yes, we sell both digital gift cards, and physical gift certificates. Gift certificates/cards can be used towards our services (Massage Therapy, Chiropractic, or Fitness Classes). Please note: Any treatments paid for by gift certificates or gift cards are NOT applicable for insurance reimbursement. Gift certificates/ cards do not expire, however prices are subject to change with no warning. Any remaining balance is due at the time of the treatment. A maximum load amount for digital gift cards is $350 and $1000 for physical gift certificates How to Purchase a physical Gift Certificate?: For physical gift certificates, please contact our clinic to arrange one. The purchaser will receive a physical copy with details such as the date, recipient information, phone number, and the amount applied. How to Purchase a Gift Cards: If you prefer a digital gift card, you can purchase one on our booking site Jane or through this direct link. You can always purchase future gift cards, by signing into your Jane account and selecting gift cards from the side menu. After completing the payment online, you will receive a sharable URL for the gift card.
  • Do you take direct billing?
    Yes we do! We have a large list of companies we direct bill to. If you don’t see your provider listed give us a call. We update the providers frequently as more and more are making direct billing available. At this time it is only possible to bill to your primary insurance provider. In the case of children; their primary coverage is the guardian whose birthday comes first in the calendar year.
  • What should I expect for my first massage treatment?
    Our RMTs will review your health history form and offer you the option of doing an assessment in order to create a treatment plan. This plan is designed for you to reach your goals with massage therapy in a reasonable timeframe, along with home care that will allow you to prolong the benefits of massage post-treatment.
  • How much clothing do I have to take off?
    Only as much clothing as you’re comfortable with. It is standard to work directly on the skin to maximize the results of massage therapy, but undressing is to your comfort and you do not have to remove anything at all. Wearing clothing does change the effect and type of treatment, but you can still get results with various techniques. You are also covered on the table with linens and a blanket to ensure your privacy, comfort and warmth.
  • What is massage therapy?
    Massage therapy is the hands-on manipulation of the soft tissues of the body, specifically, the muscles, connective tissue, tendons, ligaments and joints for the purpose of optimizing health. Massage therapy treatment has a therapeutic effect on the body and optimizes health and well-being by acting on the muscular, nervous and circulatory systems. Physical function can be developed, maintained and improved; and physical dysfunction and pain and the effects of stress can be relieved or prevented through the use of Massage Therapy. (CMTO 2020)
  • What age is appropriate for massage?
    Massage Therapy is appropriate at any age, including infants. As long as the client can understand the benefits, risks and/or side effects of the treatment and have the capacity to understand, they are old enough to be treated. Vulnerable persons, or anyone that cannot give informed consent will need a guardian or a substitute decision maker.
  • What is Athletic taping?  How much does it cost?
    Athletic Taping is used to help encourage proper alignment, alleviate discomforts and decrease swelling. There are different types of tape and methods of taping. There is no additional charge as it is incorporated into a massage treatment when utilized. However, your time on the massage table will be shortened to accommodate the application process.
  • How safe is it to get a massage while you’re pregnant?
    Unless your doctor has given you a reason not to receive massage during your pregnancy; massage is safe throughout the progression. Massage can help ease some of the discomforts that may occur as your pregnancy progresses and your body adapts to the changes.
  • Will my first massage hurt?
    It is typical to sometimes feel sore after a massage treatment. Certain techniques, areas of the body, or previous injury sites can be more sensitive or tender. Let your therapist know if anything is too painful so they can correct things right away. If you are sore post treatment, drinking more water can be beneficial, using an ice pack or cold compress, and alternatively hot showers or epsom salts baths work as well. Also, stretching and moving around can help to ease stiffness.
  • What is Cupping? How much does it cost?
    Cupping therapy uses glass, silicone or plastic cups on the skin to increase mobility of underlying tissues to improve restrictions in tissues during your massage. There is no additional charge as it is incorporated into a massage treatment when utilized.
  • Do you do deep tissue massage or trigger point therapy?
    Yes. Deep tissue is just using more pressure. If you want to modify your pressure during a treatment, let your therapist know. Trigger point therapy is a technique used to alleviate painful areas in muscles during a treatment.
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